【作者】 李昂；

【导师】 杨炳君；

【作者基本信息】 大连理工大学 ， MPA（专业学位）， 2020， 硕士

【摘要】 社会主义市场经济背景下,我国电力行业不断深化改革,供电公司也逐步从建立初期的垄断型行业向服务类行业进行转变。电力公司的主要运营方式也从原有的电力分配和限制转向围绕客户用电方式对其进行规划引导。由于我国电力市场逐步得以深化改革,这使得供电企业从初期的垄断型行业转变为服务型行业,而运营环境则从初期的分配以及限制用电逐渐转变为对客户的用电情况进行合理引导。供电企业的服务质量对其生存发展产生了直接的影响作用。为了探究企业在提供供电服务时遇到的问题以及对于客户满意度产生一定影响的不同因素,并提出相应的改善对策,本文以营口市供电公司提供的供电服务作为研究对象,并调查供电服务的满意程度。除了前期对相关文献及资料的收集整理之外,主要研究工作及相关成果集中在对营口市供电服务的满意度调查,主要以访谈及问卷调查的方式开展。通过对访谈内容及问卷结果的整理,发现当前影响营口供电满意度的问题主要集中在农村地区供电能力、供电质量有待提高、停电管理方法需改进、咨询投诉反馈渠道及信息反馈有待提升、管理服务人员工作态度及方法有待提升、处理供电公共危机问题的效率低、地方政府缺乏对于供电可靠性的监管等方面并对形成这些问题的原因进行了分析。带着问题,翻阅了关于国内外有关地区供电服务的案例,并对相关经验进行总结和借鉴,为制定营口市供电服务满意度提升方案提供了参考。在方案制定上,提出了切合营口供电服务发展的总体思路及具体改进办法并从政策、经济、技术可行性上进行了充分论证。最后在方案的基础上,从公共管理的角度切入,从发挥政府的监管与服务职能、加强供电公司社会责任履行能力、加大公司对供电服务工作节点的关注、加强供电服务应急管理能力等四个方面提出了实施保障措施。更多还原

【Abstract】 As China’s power market has been gradually deepened reform,which makes the power supply enterprises from the initial monopoly industry to the service industry,while the operating environment is gradually changing from the initial distribution and restriction of electricity consumption to the reasonable guidance of customers’ electricity consumption.The service quality of power supply enterprises has a direct impact on their survival and development.In order to explore the problems encountered by enterprises in providing power supply services and the different factors that have a certain impact on customer satisfaction,based on this,the corresponding improvement measures are put forward.This paper analyzes the case of Yingkou Power Supply Company and investigates the satisfaction degree of power supply services.This study consists of four parts,the first part is the research background,significance,content,methods and domestic and foreign research review;the second part is to analyze the current situation of power supply service in Yingkou City,to understand the existing problems of power supply service in Yingkou City.At the same time,it explores the specific causes of the problems;the third part is the improvement plan and demonstration of Yingkou power supply service satisfaction,combining with the experience of power supply service in relevant regions at home and abroad to design the improvement plan;the fourth part is the implementation guarantee measures of Yingkou Power Supply Service satisfaction improvement plan.Carrying out the relevant work of improving the power supply service in Yingkou is conducive to the corresponding improvement of its management level,thus increasing the economic profit of the company,and providing reference to the same type of company.更多还原